Combined Customer Success Management release notes for upgrades from Yokohama to Zurich

zurich Combined Product Files

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zurich

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en-US

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zurich Combined Product Files

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delta3zy

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delta3zy

Combined Customer Success Management release notes for upgrades from Yokohama to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Customer Success Management Release Notes for Upgrades from Yokohama to Zurich

This consolidated release notes document is designed to help ServiceNow customers prepare for upgrading Customer Success Management (CSM) from the Yokohama to Zurich release family. It combines all relevant information on new features, changes, activation, requirements, and other considerations for the upgrade.

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There are no updates or changes noted for most sections in the Yokohama or Zurich releases except for new features and certain renaming and enhancements introduced in Zurich.

Key Features Introduced in Zurich

Calculate Health Score: Starting with Customer Success Management 5.3.11, you can calculate engagement health scores using the Calculated metric data source. Upgrading from versions earlier than 5.3.11 requires running a migration script to enable this functionality.
Define a Table Data Source: The new Table type data source allows retrieval and analysis of data from internal and external tables. Integration with external sources requires installing the Workflow Data Fabric Hub application and creating data fabric tables.
Risk and Issues Management: A risk timeline visualization helps manage risk occurrences effectively. Additional components include an activity stream for risk and issue events and related lists for easy access to risk signals and issues.
Granular Admin Roles: New roles enable developers and administrators to perform CSM configuration tasks without needing full admin privileges, enhancing security and delegation capabilities.
Enhanced Read-Only Field Protections: Read-only field enforcement has been moved from client-side to server-side to prevent unauthorized updates through client-side methods.
Success Report Dashboard: Provides an overall view of all engagements within a hierarchy, allowing managers to monitor engagement metrics, risk indicators, onboarding and adoption insights, expansion, and renewal metrics.
Product Adoption and Usage Tracking: Measure product adoption trends, identify active and power users, and detect areas needing additional support or training to drive desired outcomes.
Implementation Record: Track progress of product or service implementations by partners or customers with centralized status views and risk mitigation playbooks.
Engagement Hierarchy and Timeline: View aggregated hierarchical data and chronological critical events for engagements to make informed decisions, identify risks early, and improve customer satisfaction.
Contextual Color Bands: Visualize health metric data with thresholds and colors, aiding in quick assessment of product adoption and usage relative to specific products.
Renaming: Account Lifecycle Events has been renamed to Customer Success Management to better reflect product capabilities.

Activation and Installation

To activate Customer Success Management in Zurich, request installation through the ServiceNow Store. No additional activation steps or changes were noted from Yokohama to Zurich.

Additional Considerations

Upgrade Tasks: Review and complete pre- and post-upgrade tasks as needed to ensure a smooth transition.
No Changes or Deprecations: No features were removed or deprecated between Yokohama and Zurich releases.
Requirements and Compatibility: No changes in browser requirements, accessibility, localization, or other additional requirements were noted.

Practical Benefits for ServiceNow Customers

Upgrading to Zurich for Customer Success Management enables organizations to better monitor customer engagements through dynamic health scoring, enhanced risk management, and detailed adoption analytics. The new granular roles support secure administration, while richer dashboards and reports provide actionable insights across the customer portfolio. These enhancements collectively support proactive customer success management, risk reduction, and improved decision-making.

Consolidated page of all release notes for Customer Success Management from Yokohama to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Customer Success Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Customer Success Management to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for Customer Success Management.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Calculate health score Starting with Customer Success Management 5.3.11, you can use the Calculated metric data source to determine the health score for an engagement. If you are upgrading from Customer Success Management 5.3.10 or earlier versions, you must run the Set health migration status script to enable the health score calculation using this data source. Define a table data source Starting with Customer Success Management 5.3.11, you can use the Table type data source to retrieve and analyze data from internal and external tables. To retrieve data from external sources, you must install the Workflow Data Fabric Hub application and create data fabric tables. Risk and issues page Use the risk timeline visualization to manage the risk occurrences. Granular admin roles The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Success Management without requiring the full admin role. Read-only field enhancements Read-only field protections have been moved from the client side to the server side. This move prevents users from updating read-only fields through client-side methods. Success report dashboard Use the Success report dashboard to see the overall view of all the engagements under your hierarchy and manage your entire customer portfolio. Monitor engagement metrics, risk indicators, and get insights into onboarding and adoption status, risk indicators, onboarding and adoption insights, and expansion and renewal metrics. Product adoption and usage Measure product adoption trends and proactively guide users to achieve desired outcomes using products and services that have been purchased. Identify active and power users and areas where additional training or support is required due to low engagement. Implementation record Track the progress of a partner or customer implementing a product or a service. Get a centralized view of the implementation status, identify risks, and run playbooks to mitigate issues. Engagement hierarchy View aggregate hierarchical data for an engagement. Make informed decisions, improve customer satisfaction through detailed tracking, identify risks early, and help prevent escalations. Engagement timeline View a chronological list of critical events related to an engagement. Review timelines to recall past events, customer interactions, and identify any issues. Contextual color bands Associate thresholds and visual representations to health metric data. View product adoption and usage information relative to a specific product.

Changes

Between your current release family and Zurich, some changes were made to existing Customer Success Management features.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Customer Success Management features or functionality were removed.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Customer Success Management features or functionality were deprecated.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Customer Success Management.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Install Customer Success Management by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Customer Success Management we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Customer Success Management we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Customer Success Management, such as specific requirements or compliance levels.


Release	Release notes
Yokohama	No updates for this release.
Zurich

Localization information

If there are specific localization considerations for Customer Success Management we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Customer Success Management we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Account Lifecycle Events has been renamed to Customer Success Management. Enable managers to see a high-level aggregate view of their entire customer portfolio. Monitor adoption scores for sold products and track implementation progress for customer engagements. View the engagement hierarchy and timeline of events. Use the new metrics data source to calculate metric values dynamically based on the weighted sums of other metrics. View the detailed information of risk level records in the risk occurrence timeline. The activity stream component displays a list of the activities occurring on a risk signal and issue record. The Related Items tab provides access to the Risk Signal and Issue related lists. Determine the engagement health score from the Calculated data source. Retrieve data from internal and external tables with the Table type data source. See Account Lifecycle Events for more information.